Jemelyn A.
Service Delivery Analyst
Philippines | Asia/Manila (USD)
Full-time : 30+ hrs/week
ABOUT ME
Objectives:
a. To maximize skills, knowledge and potentials by providing excellent customer service to clients world wide.
b. To build long term partnership and gain trust from the clients by practicing integrity at all times in providing remote support.
c. To acquire new skill sets from new clients and continuously seek for self development and career growth
d. To gain financial stability and prepare for a secured future and retirement
Services offered:
• Admin tasks like creation of reports with financial review and analysis, arrange meetings or conduct meetings, organize lists of tasks etc.
• Complaints handling- handle high level escalations practicing skills learned in handling Disputes and Corporate escalations
• Technical support – conduct trouble shooting with experience in call handling
• Customer service – answer calls, e-mails, chats, can provide for any accounts like Sales, Billing and Cross Selling
• Sales – experience in cross selling without compromising customer experience
• Customer Experience Knowledge – CSAT and NPS including customer retention
• People management- mentor, coach and manage people ensuring behavior is aligned with company values and team delivers results
• Training (T3 certified from well known BPO companies) conduct training based on modules provided using the skills learned in the years of work experience
• Innovation and Process Improvement (Yellow Belt Six Sigma certified) - provide ideas and execute projects
Portfolios: Mortgage and Home Equity Line of Credit
Client: JPMorgan Chase Bank
Location: US
Years: 5 years
Portfolios: Mobile, cable, internet, phone and home security
Clients: Dish Network, Comcast Verizon and Comcast
Location: US
Years: Almost three years
Portfolios: Property claims
Client: QBE Insurance
Location: Australia and New Zealand
Years: Three years
Portfolios: Health Care Insurance
Client: Cigna Health Spring
Location: US
Years: Two years
